InGenius vs Genesys Cloud CX

CXone Mpower

8x8 Work

Avaya UCaaS

Cognigy.AI

charles

Stonly

Compare InGenius and Genesys Cloud CX based on features, pricing, verified reviews, integrations & more on GetApp. Find out which software is best for your business in 2026.

charles assists companies in pioneering conversational commerce by integrating shop systems, chat apps, and bots in a single platform. Key features include lead distribution & qualification, analytics, human handover, one-to-one messaging, real-time conversations, multi-chat, automation, and more.

Business-focused Conversational AI solution to help enterprises deliver outstanding services experiences.

Stonly is knowledge management software for customer service that drives fast, accurate resolutions. With it, you can create step-by-step guides, decision trees, AI answers, automations, walkthroughs, checklists, and knowledge bases for your agents and customers.

Increase agent productivity and earn happier customers with a seamless connection between your CRM and business phone system. Drive more successful service and sales with one simple, smooth computer telephony integration that supports unique and complex workflows.

Activity Tracking

Auto-Dialer

Automatic Call Distribution

Blended Call Center

Call Center Management

Call Disposition

Call List Management

Call Logging

Call Monitoring

Call Reporting

Call Routing

Call Tracking

Call Transfer

Callback Scheduling

Caller ID

Chat/Messaging

Computer Telephony Integration

Contact Database

Customizable Templates

Dashboard

Engagement Tracking

Inbound Call Center

Lead Capture

Lead Management

Live Chat

Manual Dialer

Multi-Channel Communication

Outbound Call Center

Performance Management

Predictive Dialer

Progressive Dialer

Queue Management

Real-Time Analytics

Real-Time Data

Real-Time Monitoring

Real-Time Notifications

Real-Time Reporting

Reporting/Analytics

Search/Filter

Support Ticket Management

Third-Party Integrations

VoIP

VoIP Connection

Workflow Management

InGenius

Linux

Web-based

Windows

InGenius screenshot: Integrate your phone system with your CRM using InGenius

InGenius screenshot: Click on any phone field in your CRM to dial out with your softphone or handset. Quickly and accurately place calls.

InGenius screenshot: Automated log templates for easy, standardized call notes.

InGenius screenshot: Preview Dialer for Cisco® Unified Contact Center Enterprise (UCCE) provides contact center agents with context before calls connect.

InGenius screenshot: Sync presence status for blended, Omni-Channel agents.

InGenius screenshot: Quickly, easily and accurately log call notes.

InGenius screenshot: Create new cases, accounts, opportunities or custom objects in a single click.

InGenius screenshot: Customizable, out-of-the-box reports for tracking performance and service levels.

InGenius screenshot: CRM screen pops automatically retrieve records linked to inbound callers for warm greetings and more effective conversations.

InGenius screenshot: Never leave your CRM! Agents can access a wide range of controls within the CRM. Detailed caller information and unique CRM insights are automatically retrieved and placed at your agents' fingertips.

InGenius screenshot: One-click case creation.

InGenius screenshot: Fuel new efficiencies with the productivity-enhancing features of InGenius computer telephony integration.

Large Enterprises

Mid Size Business

Non Profit

Public Administrations

Small Business

CXone Mpower is a cloud-based contact center platform that assists with customer experience (CX), brand value optimization, and more.

Avaya UCaaS (formerly Avaya Aura Contact Center) is a unified communications platform businesses of all sizes across a range of industries. The solution enables flexible hybrid working for agents at home or in the office, and combines Avaya Cloud Office, Avaya Spaces, and Avaya Enterprise Cloud.

8x8 Work: Your all-in-one collaboration hub - phone, video, messaging. Secure unified communication for every employee, anywhere, any device.

Genesys Cloud CX cloud contact centre lets you differentiate faster, adapt easier, and architect better with an all-in-one composable modern architecture

@mentions

Access Controls/Permissions

Activity Dashboard

Activity Monitoring

Agent Interface

AI Copilot

AI/Machine Learning

Alerts/Escalation

Alerts/Notifications

Answering Machine Detection

Approval Process Control

Archiving & Retention

Assignment Management

Attendance Management

Automated Routing

Automatic Outbound Dialer

Autoresponders

Batch Communications

Brainstorming

Calendar Management

Call Conferencing

Call Queues

Call Recording

Call Scheduling

Call Screening

Call Scripting

Call Tagging

Call Transcription

Call Whispering

Campaign Management

Canned Responses

Catalog Management

CES Survey Structure

Chat Transcript

Chatbot

Churn Management

Code-free Development

Collaboration Tools

Commenting/Notes

Communication Management

Complaint Monitoring

Compliance Management

Conferencing

Configurable Workflow

Contact Management

Content Creation

Content Library

Content Management

Contextual Guidance

Conversation Intelligence

CSAT Survey Structure

Customer Database

Customer Experience Management

Customer History

Customer Journey Mapping

Customer Portal

Customer Segmentation

Customer Service Analytics

Customer Surveys

Customizable Branding

Customizable Fields

Customizable Forms

Customizable Reports

Data Extraction

Data Import/Export

Data Security

Data Visualization

Decision Support

Discussions/Forums

Document Management

Document Storage

Drag & Drop

Email Management

Email Templates

Employee Coaching Tools

Employee Database

Employee Management

Employee Reward Programs

Genesys Cloud CX

Android

iPad

iPhone

Workforce Scheduler

I'm happy to be using this product as it becomes better and will be a very strong product to beat in the future.

Business Expert

As in our Customer Service Center the biggest volume of users are the agents, the ease of use and friendly interface are one of the most important things for us.

Workforce Optimisation Manager

I like the ability to have so many features all in one solution. This allows us to operate with minimal 3rd party vendors and helps minimise costs.

Enterprise IT Engineer

Brilliant product and seamless integration, did not take long to get the product set up and the users onboarded.

Cloud Consultant 

Genesys is a good solution for a business with a strong developer team.

Data Analyst

The system is fairly easy to use and it appears to have good security features. The calls are very clear and you have activity history stored in the system.

Senior software engineer

I like its user interface and the customer support is superb.

Manager - Systems and Workforce Management

Overall we have been pretty happy with the Genesys Cloud application.

Product Owner

Overall I've enjoyed the transition to Genesys Cloud, the uptake internally was/is very positive.

Senior Engineer

I like most of the features of this product out o that most is architect part, its really very easy and flexible for any new requirement.

Engineer

It's hard to read and when extracting the data and the formatting is hard to read / follow.

Workforce Analyst

There is always the worry that the system will go down and leave us dead in the water but those instances have been minimal so far.

Feedback from agents indicates the features are user friendly and functionality allows them to be part of the process on many levels.

Planning Manager

The user interface is instinctive and so user friendly.

Operations Manager

Since it is centrally located on the cloud, we have had some issues with lag.

Manager, E-Services

It offers a chat platform that is very limited, and a very poor email ticketing system that works like phones; emails come in and you have to click "answer.

Network Mimar¿

Genesys pure cloud side, we generally use social media integration, which is good to have Twitter and facebook to use it.

Member Service Representative 

What I like most is that is integrates all communication in one place, so we done have to invest in multiple softwares.

Genesys Cloud CX screenshot: Genesys Cloud CX agent profile

Genesys Cloud CX screenshot: Genesys Cloud CX queue activities detail view

Genesys Cloud CX screenshot: Genesys Cloud CX omnichannel Desktop and Screenshare

InGenius vs Genesys Cloud CX Comparison (2026)

InGenius vs Genesys Cloud CX Comparison (2026)

InGenius

Genesys Cloud CX

Overview

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Pricing

User reviews

Key features

Integrations

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